A Portion of My Résumé: Exceptional Customer Service

The following customer complaint was emailed to the corporate offices of the company I work for. After being scolded at, I was able to intercept it from my district manager’s briefcase while she was in the bathroom (presumably wiping her butt while fingering herself).

I went to Trade Secret @ the Arnot Mall in Big Flats, NY. It was my first visit. I am very pleased with my cut, color and highlights. I am shocked, however, at the extreme lack of professionalism, that started with my initial call to make an appointment and continued until I left my stylist’s chair. I called and described what I wanted done, and asked if I could get in that evening. Two minutes of total silence…I thought perhaps a simple “hold on” or “let me check for you” would have been appropriate before leaving me hanging on the phone. Once in the salon, I was even more shocked. I was told to have a seat. I looked around and had to ask, “Uh, Where?” as there are no seats in the reception area for clients to relax in while waiting. He pointed up on the salon floor and said that I could sit in a cutting chair. While my color was processing, I decided to shop in the retail area next to the reception desk. The reception person, who I have learned by this time is Eric, answered the phone with a Trade Secret greeting then smiles and says “Oh, it’s you! I thought it was a S-T-U-P-I-D customer!” I was appalled. If I were not in the middle of a process I would have walked out right at that moment! Eric went on three breaks out in the mall while I was in the salon for 2 hours and entertained 1-3 friends at all times while in the salon. They were talking, laughing, having a great time. My stylist left her chair to greet customers, explain sales, and ring up a person because Eric was nowhere around. That was MY time he was stealing. I had a husband and 2 children waiting for me in the mall and my appointment would have been shortened by at least a half hour if my stylist did not have to wait on other customers that were Eric’s responsibility. I saw one paying customer besides myself while there. I saw one free haircolor and two separate stylists give free haircuts to friends. Upon asking my stylists when the manager would be in because I would like to speak to her, I learned that the store has no manager. Well, that was quite obvious! I love my hair. My stylist was amazing and I spent just under $100 that evening, but would I go back? Probably not unless that stylist went to another salon. All my friends love my hair and ask where I had it done. I tell them, but I also share my ridiculous experience and no one is interested in going themselves, and who could honestly blame them?

Darlene Niver
209 Meadowlark Road
Horseheads, NY 14845
(607) 734-6613


5 thoughts on “A Portion of My Résumé: Exceptional Customer Service

  1. While reading and laughing at this on MY time, I had a great time. I’m APPALLED and SHOCKED of her prissy attitude and selfishness. This clearly makes her a top shelf B-I-T-C-H.

  2. I feel old because I agree with the lady. I really do think I would be annoyed at you Eric! I guess its because I am so poor that if I were actually paying for a hairdo I would want to be fawned over like royalty. Do you do that there?

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